Sunil Anu Roll No: 549

Statement of the field report:

Coming to the end of 20th century and beginning of the 21st century, tourism is well established as the fastest growing largest composite industry in the world. As such, in my field report of MIS, I have chosen one of the hotel namely Hotel Impala Pvt. Ltd. This hotel is categorized as an one star hotel by the HMG of Nepal, Ministry of Tourism and Civil Aviation. The Hotel Impala Pvt. Ltd. is also an active member of Hotel Association of Nepal (HAN).

The prime objective of the study is to find out what sort of Management Information System Hotel Impala Pvt. Ltd. has been implementing, how it is benefited from MIS and what are the drawbacks in the system.

Hotel management aids to tourism industry. Tourism industry has a very wide scope. Up to date information about tourism becomes necessary to be taken into consideration by the hotels to seek out the number of prospective tourist's arrival in their territory. The hotel management needs to maintain a kind of information system to survive and overcome the hard challenges. Challenges are to be overcome by strengthening what we have built, and breaking barriers of restriction on the way to expansion and innovation. This becomes possible only when there is a proper operation of the Management Information System. There should be adequate flow of information within the organization.

Location of Hotel Impala: Hotel Impala is located at quiet busy area of Thamel, a prime tourist destiny in Kathmandu Metropolitan City, along the road to Kathmandu Guest House from Lekh Nath Marg. It takes a 5 minutes drive from Bus Park (Ring Road) and 20 minutes drive from Tribhuvan International Airport. Hotel Impala's 5 minutes walking distance includes Royal Palace, numerous other hotels and restaurants and souvenir shops and supermarkets, airline offices, banks, Darbar square, casinos etc.

Facilities:

Sunil Anu Roll No: 549 All the rooms of Hotel Impala are airy and sunny. each room has attached bathroom with 24 hours running hot and cold water, telephone, multi channel color TV, air cooled by an electric fan, and heated by an electric fan heater. Altogether, the hotel has 18 well furnished single, double, and deluxe rooms.

Services: Lanka Palace restaurant at basement which serves Nepali, Chinese, and Indian cuisines. Special kitchen is available on request for special vegetarian diet. Coffee shop bar on roof top garden with panoramic view of Himalayas and Swyambu Nath temple, popularly named as Monkey Temple. Free airport pick up for the confirmed reservation (24 hrs). other services include room service, laundry, foreign currency exchange, safe deposit locker, trekker's luggage deposit, doctor on call, all major credit cards are accepted, STD/ISD, e-mail & internet access, travel & tour information, parking area and car on hire etc.

Sunil Anu Roll No: 549

Actual MIS Flow Chart of Hotel Impala:

Marketing Guests Travel Agents Production Travel Information Counter Media Management Board Department Reception Department

Guest Relation Department Employee

Human Resource Development Department

Drawbacks of Actual MIS Flow Chart of Hotel Impala:

The flow of information is very slow to the respective departments. The time intervals between the meetings are not fixed and only in case of emergency the meeting will be called. The information required by the departments is provided at random and it is generally discussed during the management board meeting. The department heads have no authority to take action without consulting the Managing Director. There exists a communication gap between the departments and management board. 3

Sunil Anu Roll No: 549 Delay in the activities undertaken by each department is the normal case due to inadequate information and inadequate decision making power.

Analysis of the Existing Information System of Hotel Impala Pvt. Ltd.

Guests: Existence of the hotel is due to the guests who stays in a hotel and pays the amount for the services provided. The guests in a hotel can be categorized into two. One is when the guests arrive to the hotel without any pre-arrival notice, that is, just by seeing the signboard and beautiful location. Such tourists are called FIT (Free Independent Tourist). Another type is when the guests come by booking the rooms or on reservation. They have a special holiday package. Both the guests are taken care of or handled at first by the RECEPTION. The guests will get adequate information from the reception about the facilities and rates. If the prospective guests are satisfied, they become the real guests. The guests, if stays in hotel, will get adequate extra information, about the programs to be made or programs made in advance through INFORMATION COUNTER.

Travel Agents: It is preferable always to book hotels via Travel Agents who are given preferential rates by hotels. even with the agent taking his/her share of commission, the guest will generally end up paying less than what the guest would pay by approaching the hotel counter directly. Travel Agents are those person or firm who assists the hotel by bringing the group of guests or individual guest. Travel agents make an inquiry about various hotels to find out the best hotel that fits its guests. Travel Agents make the schedule as per the demand of guests on special holiday. They make the list of facilities and services demanded, time table, places to visit, things to do, etc. after scheduling the program, they try to seek out the information regarding those facilities and demand available in various hotels of that place. As travel agents are very important supplier of guests, they need to be supplied with adequate information they demand. Thus, it is necessary that the Travel Agents be provided with sufficient information by both the departments, i.e., RECEPTION & INFORMATION COUNTER as well. Knowing the information regarding the facilities and rates the hotel provides, the Travel Agents will be a regular supplier whenever the guests of that standard approaches them. 4

Sunil Anu Roll No: 549 Reception: The Reception of the Hotel Impala receives the information about the needs and wants of various GUESTS & TRAVEL AGENTS in contact. Due to the establishment of website in the internet system, the hotel business has fostered to the greater extent. The tourists located in various corners of the world are now able to make direct contact with the suitable hotel Reception. Necessary extra information can also be provided through the reception taking help of the TRAVEL INFORMATION COUNTER. Here the task of the Reception becomes to store all those information or contacts, so that, it could be sent to the MANAGEMENT BOARD for further processing.

Travel Information Counter: The Travel Information Counter section of the Hotel Impala provides information regarding cultural, social and tourist's events in Kathmandu valley. Its services include site seeing, ticket reservation (air, bus, and train), special travel package for Kathmandu, Manakamana, Pokhara, Nagarkot, Chitwan and other parts of Nepal and also to Tibet. If the guests like to have an adventure, the Information Counter provides information regarding trekking, rafting, etc. specially, the Information Counter is for the guests staying there and for the travel agents in contact.

Management Board: Management Board of the hotel will be in close contact with the RECEPTION & TRAVEL INFORMATION COUNTER to make the crucial decision in complex circumstances. The information through various MEDIA & EMPLOYEE of the hotel will also be taken into consideration while making any decision. The MEDIA like Newspapers, TV, magazines, radio etc. broadcasts wide range of information regarding government policies, tourism, number of tourist's arrivals, climates and weather of various sectors, events happening, etc. Again, the EMPLOYEE of the hotel supplies information regarding the personal experience, type of tourists, facilities the tourists expects, satisfaction the tourists get, limitation the hotel have, personal dissatisfaction of the employee etc. in order to tackle with the unforeseen circumstances the Management Board declares emergency meetings.

Sunil Anu Roll No: 549 Marketing Department: Marketing Department of the Hotel Impala markets the services and facilities it provides taking into consideration the management decision and overall objective. As the Hotel Impala is newly established hotel in a competitive market place, almost 40% of the total income goes in the work of Advertisement. The hotel makes the advertisement investment on Newspaper, special magazines, festival display install, research works and various other promotional activities. It implements the market research, contacts various travel agents and foreign agencies through internet facility or through manual force. This department builds up a cordial relationship with various other hotels situated at various places. This department also seeks out some sort of assistance ship from the Marketing Intelligence. It finds out what the competitors are found to be two and three star hotels as well. The competitors are making a price war. The MANAGEMENT BOARD supplies with sufficient feedback from the various agencies and guests in contact to the Marketing Department. In order to meet the needs and wants of the various agencies and guests, the Marketing Department plans a campaign.

Production Department: House keeping, maintenance, room services and food beverage are the various products that are produced in a hotel. The Production Department focuses on the standard of the services. It targets at providing the best services and keep control of it, so that, there is no chance of any complaint from the guests. It works under the instruction provided by the MANAGEMENT BOARD. The facilities and services finalized in the BOARD meeting will be kept in control by the Production Department. It not only keeps in control of the services, but also keeps control of the cost involved therein. Cost involved in material maintenance, staff salary, repair, etc are taken into consideration by the Production Department of Hotel Impala.

Guest Relation Department: How the guests are feeling about the facilities and services provided by the Hotel? Are they satisfactory? Is it poor or okay or better or excellent? What are the things that dissatisfied the guests? It is always necessary to make an evaluation of things which has been done. Evaluation opens the door for improvement, so that, we can come up with the excellent job in the coming days which certainly enhance the image built up. Therefore, the experience gained by the guests 6

Sunil Anu Roll No: 549 staying in Hotel should always be recorded. It works as a backbone for the effective development of the business. Both good and bad experience gained by the guests will be discussed in the MANAGEMENT BOARD meeting to maintain the good experience gained and to eliminate the bad experience gained. The Guest Relation Department has been established as a FEEDBACK department. The feedback stored by this department will be brought to the MANAGEMENT BOARD. This department more or less touches the other entire department and their drawbacks. The board makes a crucial decision on how those drawbacks could be removed and what alteration is required.

Human Resource Development Department: Human Resource plays a pivotal role in the management of the hotel. As long as the staffs of hotel work efficiently, the business can prosper. It becomes necessary to establish a separate department to maintain and develop the Human Resources. HR department is mainly concerned on the recruitment, evaluation and termination of the staffs working there. Only qualified persons are recruited there and the salary is ascertained as per the work they do. This department carefully designs the content of training only to a specific staffs. It recognizes the efficient and inefficient staffs and takes corrective action either by termination or training. The decision will be made through the MANAGEMENT BOARD meeting. It also formulates the rules and regulation to be followed the employee working.

Sunil Anu Roll No: 549

Recommended MIS of Hotel Impala:

RECEPTION GUESTS MANAGEMENT BOARD PRODUCTION MEDIA MARKETING

TRAVEL AGENTS

DATABASE MANAGEMENT SYSTEM

GUEST RELATION

TRAVEL INFORMATION COUNTER

EMPLOYEE

HUMAN RESOURCE DEVELOPMENT

Sunil Anu Roll No: 549

Benefits of the Recommended MIS for Hotel Impala:

By the establishment of Database Management System, the various departments of Hotel Impala will be able to extract the required information in no time. All the information received through RECEPTION, collected by TRAVEL INFORMATION COUNTER, published in the MEDIA and recommended by the EMPLOYEE working there will be easily accessed to the various department heads and MANAGEMENT BOARD for proper analysis and evaluation. The recommended MIS for Hotel Impala will benefit the hotel in the following manner: Sets a system specification to make a tradeoff decision that occurs inevitably. Access information from several operational areas. Capture the data where event occurs and use it throughout the functional areas. Sets the stage for a prioritized implementation. Holds the functional system together. Duplication and redundancy will be avoided.